I stayed at the "Penthouse Suite" last week with my wife and another couple. We are expatriates who live in northern Mexico City, so we are accustomed to life here in Mexico. Shocked barely describes the reaction to seeing this property. We rented here based on the reviews on Trip Advisor, and I assure you - the photos and comments regarding this "suite" are misleading at best. I pray it was not deliberate, but I cannot believe they were written so recently, as no one described the reality of this place; which is, I repeat, shocking. The three floors of the "suite" were seriously neglected. There is no other way to describe it. From cleaning to maintenance it appears no one has cared for this place in a while. We considered taking the loss on our money and going somewhere else, but it was a lot of money. Besides the dirt, broken chairs, clogged shower drain and children's hand smears throughout, the top floor looked abandoned long ago. The green AstroTurf in the alluring photos is torn to shreds, peeling and mostly missing. The furniture is blackened with cracked-open cushions and that lounge chair doesn't exist. The view was amazing, but the "hot tub" (actually cold) in the photos doesn't work. It was depressing. There is an infestation of ants if you choose to go up there anyway.
This brings me to the crowning achievement of Los Torres Gemelas. On top of these other issues, there was no hot water the entire week of our stay. After three visits to the front desk and a phone call to the manager. No Hot Water For A Week. Cold showers every day standing ankle deep in soap scum. How is none of this mentioned in the reviews of the "Penthouse Suite"? No maintenance person came by, even after Brenda at the desk tried to get the manager's help. Interesting to note; people staying in other units said they had hot water, so perhaps there is a rift between the owner of this unit, and the hotel itself. I'm not sure.
The owner of the "Penthouse Suite" lives in New York and was aware the problems I have described. My friends; who made these reservations months ago, emailed him often in preparation for our arrival, yet he didn't mention anything about these conditions. After our arriving, they emailed him again and he acknowledged these issues and cited the hotel for poor maintenance. Perhaps he could have told them the actual condition of his unit and let us enjoy our week in Acapulco somewhere else.
A special mention goes to the manager of the property, Manuel Romero. I spoke with him personally on day four of our stay. When I told him about the hot water and drain issues, he laughed and said (quote) "I'm sorry I can't fulfill your dreams, but I'll see if I can get someone to look at that for you." No one came. His overall disposition was dismissive and condescending, and perhaps conveys the reason why other problems exist throughout his property; broken elevators, etc.
After eight days, as we were cleaning up to leave at 11:00 am, Monday, Feb 25, 2013, the maintenance man came to fix the hot water. As we were leaving. Personally, I didn't think the timing of his arrival was a coincidence since we had contacted the front desk and the manager about these issues upon arriving. I will let my friend write about the conversation he had with the manager after that, if he chooses.
Please be assured, Acapulco is indeed beautiful, and despite the issues described we enjoyed the beaches and restaurants. The hotel was once a beautiful property. You can appreciate the architecture and layout. The people managing the property appear to have stopped caring long ago and have let it degrade. The owner has not maintained his unit, and so it does not look even remotely like the pictures you see here. I wrote this in fairness to anyone who might be considering a stay at the "Penthouse Suite" at Los Torres Gemelas Private Suites. Ask around, the locals will verify this review.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.